Official Specifications
Role Overview & Mandate
Executive Summary
Posted 26-Apr-2023 Service line GWS Segment...
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Posted
26-Apr-2023
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Administrative
Location(s)
Doncaster - England - United Kingdom of Great Britain and Northern Ireland
Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios. We are an organisation that has people at the heart of its culture and our aim for this account is to deliver an exceptional service to BT.
Our BT Workplace team provide a full range of building maintenance services to their 7,000 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.
We encourage new ways of working, driving innovation, whilst always living to our RISE values.
Respect
Integrity
Service
Excellence
The role: Multi Skilled Host
Acting as the heart of the office, our Hosts anticipate customer needs and provide a ‘hassle-free’ workplace experience that’s designed to make life easier and enhance our customers’ wellbeing. Hosts deliver people-focussed, anticipatory services in order to provide a cohesive and connected workplace experience for building occupants and visitors. Hosts will enhance the moments that matter throughout a colleague’s working day.
Our Hosts are the first point of contact when people enter the building, providing a warm welcome to colleagues and building visitors alike and being knowledgeable about the local area. They are at the forefront of delivering a positive office experience; being the first point-of-contact for building users throughout the day, acting as a liaison between the occupants and the wider workplace team for all building and housekeeping services to keep our client workspaces running smoothly. Supporting colleagues in using meeting room technology, delivering engagement activities and games for wellbeing, ensuring consumables are stocked, and ensuring the building is reset so each day it looks like it did on ‘day one’. At larger locations Hosts manage meetings and event spaces. From greeting guests to assisting with bookings, catering, AV and other event activity; Hosts ensure everything runs smoothly so our client can concentrate on enjoying their event.
We ensure an exceptional workplace experience journey for our colleagues and clients alike. It’s about detail, best practice, knowing what good looks like and then raising the bar.
Key responsibilities are as follows:
- To deliver a world-class Front of House service to welcome clients, visitors, colleagues and business partners at all times
- To plan and prioritise own work allocation according to the needs of the site as determined by your Line Manager
- Carry out daily building walks to ensure all floors are tidy and reset back to ‘day one’ and proactively manage any issues identified
- Act as the ‘face’ for your areas of the building and provide proactive innovative solutions and resolution of BT colleague issues and provide visible assistance when required
- Activity planning and delivery to support BT colleague engagement
- Support the team, ensuring the site always remains compliant with current Health & Safety legislation
- Ensure all building communications are up to date and in line with company expectations and have relevant information always displayed
- Ensure that all requests made via the Facilities Helpdesk are entered on to the system in a timely manner and that completed jobs are updated through the CAFM systems within the contractual SLA
- Engage with other service partners, such as housekeeping and security to ensure prompt and effective request solutions and close out
- Provide Front of House / Reception services, work across and deliver services across different Floors and support all Meetings and Events as required
- Assist and co-ordinate with the in-house Engineering team to ensure all tasks are completed within SLA and to a quality standard
- Always promote and maintain the core values of CBRE
- Provide portering and planning support as required
- Monitor and report as needed on building occupancy and utilization
- To provide any other administrative duties as required
- To ensure there is a pleasant and positive working environment for BT business colleagues with hosts who are available and accessible within the building
- To build relationships with clients and colleagues
- To be proactively visible in all areas of the building
- Deliver site inductions to new client colleagues and building users
- To communicate effectively and appropriately – using verbal and written channels in both a proactive and professional manner
- Utilise skills and knowledge to join/become a subject matter expert and/or champion to support with continuous improvement and innovations
Person Specification:
- Previous experience in a customer facing role is essential.
- Excellent communication and customer service skills with a high level of attention to detail.
- Ability to seek out opportunities for continuous improvement and portray vision, values and passion.
- Exceptional written and verbal communication skills
- Ability to successfully multitask and able to adjust tasks in accordance with changing deadlines
and priorities in a high-pressured environment.
- Organised, independent and self-motivated, enthusiastic, dependable, detail-oriented, flexible in
scheduling and prioritisation.
- Flexible approach to work
- Understands and appreciates the importance of using discretion at all times
- Does not let issues go; follows up on issues through to resolution.
Our mission: To build a world-class business through exceptional service and exceptional people
RESPECT
We act with consideration for others’ ideas and share information openly to inspire trust and encourage collaboration.
INTEGRITY
No one individual, no one deal, no one client, is bigger than our commitment to our company and what we stand for.
SERVICE
We approach our clients’ challenges with enthusiasm and diligence, building long-term relationships by connecting the right people, capital and opportunities.
EXCELLENCE
We focus relentlessly on creating winning outcomes for our clients, employees and shareholders.
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